Onboarding & Implementation Manager EMEIA

London, UK Customer Experience
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

This role will lead the strategic direction, continuous improvement and daily management of the Onboarding, Implementation and Training teams across our Cision platforms. Utilising their team, the person in this role will ensure high-quality onboarding and implementation experiences delivering impressive time-to-value and be responsible for the delivery of the training and education offering at a scalable level to achieve high customer satisfaction scores.

This role proactively seeks ways to enhance the customer experience during their onboarding and training time, partnering with multiple stakeholders. 

Duties and responsibilities:

  • Articulates value and impact of function through customer satisfaction scoring, delivery metrics, stakeholder satisfaction & continuous business improvements
  • Leads and coaches the Customer Onboarding, Implementation and Training team and makes all hiring, performance management and disciplinary decisions for these roles
  • Responsible for definition, delivery and measurement of best-in-class customer onboarding and implementation experience for Cision customers, including but not limited to new account activations, platform configuration, keyword entry and refinement and day-to-day activities during a new customer activation 
  • Responsible for all post-sales training delivery both for public, multi-customer consumption and bespoke, dedicated consumption
  • Works cross-functionally and build strong relationships with New Business, Account Management, Customer Success, Customer Support, and Customer Operations 
  • Ensures the team exceeds critical KPIs & SLAs, and delivers required monthly, quarterly, and annual reporting  
  • Facilitates the implementation of best practice methodologies for new and existing processes to enhance both customer experience and employee experience
  • Responsible for the creation, definition and delivery of training offerings/engagement models for multiple product set and varying customer size/complexity
  • Acts as a subject matter expert for the product/development team to provide feedback and recommendations for enhanced global product offerings to serve the UK market 
  • Acts as point of escalation for any customer or internal feedback, providing timely and clear path to resolution
  • Manage cross-functional projects in efficient, timely and agile manner to deliver continuous business improvements
  • Performs other duties as required 

Skills & experience

  • Proven experience of managing customer-facing teams in a similar capacity (customer success, professional services, or onboarding)
  • Significant experience in customer/public relations or communications is desirable  
  • Strong leader/collaborator with proven abilities to partner internal stakeholders in support of fostering a cohesive and compelling customer experience  
  • Advanced listening and verbal communication skills to understand customer needs or problems and respond clearly and concisely. Solid relationship building, influence and negotiation skills.  
  • Advanced project management skills and methodologies with expertise for organizing and leading multi-discipline teams and projects simultaneously.   
  • In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements.   
  • Adaptable to change and thrive in a fast-paced environment, managing conflicting priorities   
  • Champions and implements industry best practices, current trends, with team members to enhance the overall quality and efficiency of customer onboarding & implementation.  
  • In-depth expertise with Salesforce or similar CRM software is required    
  • Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required  
  • Undergraduate degree is required  
  • Managerial experience

What you will get

  • Career progression opportunities
  • Dental and healthcare plan
  • Employee Assistance Programme (EAP)
  • Cision Extras – retail discounts
  • Learning Portal
If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!

#LI-FR1
 

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
 
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
 
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
 
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.